Great IT assistance will become more crucial than ever as organizations grow more tech-driven. Whether you’re a beginner in IT, a manager directing your team, or an admin with years of expertise, you will need to adapt to the industry standards. For this reason, we have compiled these seven recommendations based on our IT Service Delivery KPIs Glasgow to help you deliver the high-quality service people expect and need.
1. Upgrade to the Best Technology for Users
This may sound self-explanatory, but you can’t lead your company to the greatest technology if you don’t know what’s available and what works well. As such, it is important to know what duties your staff is expected to perform and what tools they need. That way, you can support them accordingly to help them satisfy your clients. In addition, always keep up with what other firms are offering their customers.
2. Double-check To Make Sure that the New Tools Work Perfectly.
Nothing is more frustrating for IT than deploying a new technology only to discover that it isn’t operating properly. Lisa Nelson, Director of Information Technology for the Douglass Independent School District in Texas, understands the value of smooth technology implementation. She states that if you offer a tool to a teacher or student and it doesn’t work perfectly the first time, they won’t use it. This is something she has learned over the 12 years of her career. As such, experts need to make sure everything works and that the integration is simple and seamless.
3. Invest Heavily in Your Core Infrastructure
Always check that your back-end architecture which includes routers, switches, firewalls, and servers, is of the right capacity. That way, it can handle the amount of bandwidth and speed required to run all of your critical devices and apps. Even Matt Federoff, CIO of the Vail Unified School District, insists that continual investment in your critical infrastructure will always pay off.
Additionally, using network monitoring solutions to ensure peak operating efficiency for your IT infrastructure is critical. Consider Scotty from Star Trek, who was always aware of the state of his ship’s efficiency. As stated by Matt, that pervasive knowledge is critical to offering high service levels. This is because if your company is becoming digital, IT has to be prepared to back that up with a high level of service
To simplify everything, consider using network monitoring software. This is because it eliminates the hard work of physically monitoring your network while confined to a desk. Therefore, using a program that sends you real-time warnings about crucial network events allows you to be mobile and move about your day.
4. Recognize Your Function As A Service Provider.
IT must keep in mind that the ultimate purpose is to assist people, rather than just managing and maintaining technologies. You’ll be in a much better position to give exceptional assistance if you can treat end users like consumers and have a service orientation. This is according to an article written by TechRepublic.
As a one-woman IT department, Lisa stays focused on helping her users. She does this by identifying the most significant help desk tickets as soon as she arrives at work in the morning. Usually, these are the tickets impeding teachers from delivering the curriculum that day. She starts with those and reserves the backend work for the evenings. In her words, “I like to devote my day to the teachers and serve as their support staff.”
5. Spend Quality Time with Your Customers.
IT experts and users have long had a strained relationship. This is because users overstate the measures they’ve previously done to solve problems. In addition, they don’t listen to what IT staff members instruct them to do. Users, on the other hand, become irritated when IT either underestimates or overestimates their technical expertise.
That said, spending time with users allows you to better comprehend their needs and work with them with patience. You’ll be able to service non-IT staff with more compassion and relevancy if you build relationships with them.
6. Keep in Touch.
Always follow up after you’ve launched a new technology to ensure that people have adopted it, are utilizing it, and are reaping the benefits. If utilization is low or technical issues persist, find out why so you can take action to address the problem. Possible solutions could include providing more training or reevaluating whether the tool you chose was the best fit for the company’s goals.
7. Provide Assistance To The Company.
Reliable technology lets everyone operate more efficiently. This applies to big firms as well as small businesses. As such, IT’s involvement in managing technology and resolving user difficulties can have a tremendous impact on employees’ capacity to help the company achieve its objectives.
As the world goes digital, the demand for reliable IT service is only going higher. Take advantage of this and use these tips to take your IT services a notch higher!
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